PHARMACEUTICAL IP

Complaints Procedure

How to complain

We aim to give every client an excellent service. If something has gone wrong, or you are unhappy with our work, our service or a bill, please tell us. Complaining is free and will not affect the work we do for you. Evolve Intellectual Property Limited is regulated by the Intellectual Property Regulation Board (IPReg).

How to contact us

Contact Steven Gurney, Director, or the attorney you deal with, in whatever way suits you. Email complaints@evolve-ip.com, telephone +44 (0)7490 531064 or write to Evolve Intellectual Property Limited, 9 Hills Road, Cambridge CB2 1GE.

We can also arrange a video call or meeting. If you would like this procedure in another format or would prefer to talk it through, please ask.

What happens next

  1. We will acknowledge your complaint in writing within 3 working days, tell you who is dealing with it and when to expect our response, and send you a copy of this procedure.
  2. Your complaint will be investigated, wherever possible by an attorney who was not involved in the work you are unhappy about. Steven Gurney decides the outcome.
  3. We will update you at least every 2 weeks.
  4. We will send our final response in writing within 8 weeks of receiving your complaint, explaining what we found, how we will put things right and what you can do if you are still unhappy.

If you are still unhappy

The Legal Ombudsman. If we are unable to resolve your complaint, you may be able to have it looked at independently by the Legal Ombudsman. Its rules set out who can use it. You can contact it once you have our final response, or if your complaint is not resolved within 8 weeks. You must do so within six months of our final response, and no more than one year from the act or omission you are complaining about, or one year from when you should reasonably have known there was cause for complaint.

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Telephone 0300 555 0333 (10am to 4pm). Relay UK 18001 0300 555 0333. Email enquiries@legalombudsman.org.uk. Website www.legalombudsman.org.uk.

IPReg. Concerns about professional conduct can go to our regulator, IPReg, through www.ipreg.org.uk/complaint-form or info@ipreg.org.uk. IPReg does not usually look at matters more than 12 months old.

epi. Concerns about the conduct of a European patent attorney can go in writing to the Disciplinary Committee of epi (www.patentepi.org).